In short:
- Try TopReply free for 7 days. Cancel before the trial ends and you pay nothing.
- You can cancel at any time. Your plan stays active until the end of the period you have paid for.
- Business customers: payments are non-refundable once charged.
- Consumers: you can withdraw within 14 days of signing up and get a refund, minus the paid days you have already used.
Who this policy applies to
This policy applies to all payments for TopReply made to Valmark Ltd and forms part of our Terms of Service. Different rules apply to business customers and to consumers:
- You are a business customer if you use TopReply for purposes related to your trade, business, craft or profession, including if you provide a VAT number.
- You are a consumer if you are an individual using TopReply for purposes outside your trade, business, craft or profession.
Free trial
Starter and Growth include a 7-day free trial. If you cancel before the trial ends, you will not be charged. If you do not cancel, your subscription starts and you are charged when the trial ends.
Cancelling your subscription
You can cancel at any time from your account settings or by emailing [email protected]. Cancellation stops the next renewal. You keep access to your plan until the end of the billing period you have already paid for, and you will not be charged again.
Business customers
Once a payment has been charged, it is non-refundable. This includes:
- monthly and annual subscriptions, including renewals;
- the remaining part of a billing period after you cancel or downgrade;
- unused billable conversations or other unused parts of your plan; and
- usage above your included quota on Plus and Premium.
This does not affect refunds for billing errors (see section 6), for a core feature removed during your billing period as described in our Terms of Service, or any refund the law requires.
Consumers: your right of withdrawal
If you are a consumer, you have the right to withdraw from your contract with us within 14 days, without giving any reason. The withdrawal period ends 14 days after the day you created your account and accepted our Terms of Service.
How to withdraw
Tell us before the withdrawal period ends with a clear statement, for example by email to [email protected] or by letter to Valmark Ltd, Archiepiskopou Makariou III, 34, Hadjiyianni Building, 2nd floor, Office 203, 3065 Limassol, Cyprus. You can use the model withdrawal form below, but you do not have to. It is enough that you send your message before the period ends.
What you get back
If you withdraw, we refund all payments we have received from you within 14 days of the day we receive your notice. We use the same payment method you used, unless you expressly agree otherwise, and you will not pay any fee for the refund.
When you start your trial or subscription, you ask us to start providing the Service immediately, during the withdrawal period. If you withdraw after a payment has been charged, we will therefore deduct an amount proportionate to the paid service you received until you told us you were withdrawing. The free trial days are never charged.
Example: you sign up on 1 March and the 7-day trial ends on 8 March, when your first monthly payment is charged. If you withdraw on 11 March, you have used 3 of the 31 paid days, so we refund the payment minus 3/31 of it.
After the withdrawal period
After the 14 days, payments are non-refundable in the same way as for business customers, and you can cancel your subscription at any time as described in section 3. This does not affect your statutory rights if the Service does not conform to the contract.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To Valmark Ltd, Archiepiskopou Makariou III, 34, Hadjiyianni Building, 2nd floor, Office 203, 3065 Limassol, Cyprus, [email protected]:
I hereby give notice that I withdraw from my contract for the provision of the following service: TopReply, plan: ______________
Ordered on / received on: ______________
Name of consumer: ______________
Email address of the TopReply account: ______________
Address of consumer: ______________
Signature of consumer (only if this form is sent on paper): ______________
Date: ______________
Billing errors
If you were charged twice, charged after you cancelled, or charged the wrong amount because of a mistake on our side, contact us within 60 days of the charge and we will refund the incorrect amount in full.
How refunds are paid
- Refunds go back to the original payment method, in the currency you paid in.
- VAT and other taxes are refunded in proportion to the refunded amount.
- We process refunds within 14 days. Depending on your bank or card issuer, it can take another 5–10 business days before the money shows in your account.
Chargebacks
If you think a charge is wrong, please contact us before you dispute it with your bank, so we can sort it out quickly. If a chargeback is opened, we may suspend the account while it is investigated. This does not limit any right you have under the law or with your card issuer.
Contact
Questions about a charge or a refund? Email [email protected] with the email address of your account and, if you have it, the invoice number.